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HDI HD0-200 Exam
HD0-200 HDI Qualified Help Desk Senior Analyst (Page 12 )

Updated On: 30-Jan-2026
Page 4 of 24
PDF with 114 Questions

What are two ways for an HDSA to help develop a supportive and friendly work environment?
(Choose 2)

  1. Agree with everything everyone says.
  2. Take exclusive responsibility for projects.
  3. Participate in and encourage communication.
  4. Demonstrate individual responsibility.

Answer(s): C,D



An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)

  1. I am sorry, but my supervisor does not handle these situations, I can assist you.
  2. It would be easier to resolve this call if you calm down.
  3. I am sorry, but my manager is not available at the moment. May I get her to call you back?
  4. I appreciate your frustration with this; I have experienced this same problem many times.

Answer(s): C



What is the best description of multi-tasking? (Choose 1)

  1. Starting tasks and handing them to subordinates to complete.
  2. Delegating all responsibility along with all tasks.
  3. Completing one job before starting the next one.
  4. Being capable of handling a variety of problems at the same time.

Answer(s): D



How can the help desk be of strategic benefit to the organisation? (Choose one)

  1. It increases staff levels.
  2. It ensures that customers speak only to the help desk personnel.
  3. It is a useful source of information.
  4. It ensures rigid adherence to operational policies.

Answer(s): C



What are three basic components of Computer Telephony Integration? (Choose three)

  1. Automatic Call Distributor.
  2. Service Level Agreements.
  3. Integration Server
  4. Interactive Voice Response.

Answer(s): A,C,D



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Viewing questions 56 - 60 out of 114 questions



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